The key requirement for the role is the ability to understand the business and develop key metrics to deliver our goal - Making Customers Feel Great to improve customer experience with our products. The individual will possess the ability to work with vendor and display a proactive attitude in task ownership &amp; execution. You will be responsible for: - Contact center partner management - Change management - Develop key metrics to improve customer experience - Developing knowledge material - Focus &amp; work on first contact resolution - Develop an understanding of the requirement - Manage business process (es) to improve customer experience to achieve the goal - Making Customers Feel Great- - Collaboration -Develop cross site &amp; vendor relationships to implement &amp; execution - Align with MCM team on MCFG agenda - Making Customers Feel Great- - Develop &amp; run change implementation projects - Create knowledge material, SOP, training documents and work with contact center partner for deployment of team - Developing of key metrics to improve customer experience - Implement &amp; execute the chat related projects to improve customer experience - Determine the call drivers and research customer touch point to introduce self-explanatory approaches - Develop operational plans to deliver great customer experiences - Lead teams in developing business and customer cases to help drive customer experience improvement - Develop views of both present and future customer journeys through quality research - Create effective communications across multiple internal channels to increase ability to change the customer experience - Travel - Should be flexible to travel between Gurgaon and Chennai (if required) - Communication: Responsibly perform end to end project communication across the various levels in the organization Technical Skills and Experience: - Overall 10+ years of experience in the Contact center / Vendor management capacity preferably UK Financial domain (Voice, email, Chat) - 5+ years of experience in leading Customer facing projects with clear results - Customer journey, Customer Complaint handling, Service experience (customer facing) - 8+ years hands on experience (&amp; noteworthy achievements) in Leadership roles at Contact Center - Operations, Training, Strategic quality, Transactional Quality, Workflow etc. demonstrated impact in driving down contact rates, increasing quality, increasing customer satisfaction / NPS - Should have handled high impacting business customer problems - Excited about diving deep into problems and solving holistically, High degree of comfort in dealing with abstract situations and devising a structured approach to solution, defining newer metrics to drive objective results, data &amp; fact driven in decision-making etc. - 5+ years of experience in developing knowledge material and delivery methodology especially driven by needs of the Product (new launches, modification etc.) - Highly adaptable to the varying needs of the role. e.g. diving deep into Customer situations and devising fair treatment; Owning up tasks which may be very transactional and require manual effort etc. - High level of competence in MS excel, power point Presentations and System savviness in general - Excellent communication and Collaborator / strong people manager and teamwork skills - Should be comfortable working in a highly regulated environment - Should be flexible with work hours/timings as driven by business needs

Delhi NCR

GAIN Credit - Leader - Customer Experience  

GAIN Credit - Leader - Customer Experience   ,Job Description for GAIN Credit - Leader - Customer Experience   in Gain Credit in  Delhi NCR for (10-12) years of experience. Apply Now!

Job Description for GAIN Credit - Leader - Customer Experience   in Gain Credit in  Delhi NCR for (10-12) years of experience. Apply Now!